As governments around the world increasingly embrace digital transformation, artificial intelligence is playing a pivotal role in making public services more accessible and user-friendly. AI-driven platforms are revolutionizing how citizens engage with their governments, streamlining bureaucratic processes and enhancing user experiences.
Saudi Arabia is leading the charge in this transformation, with its Tawakkalna app emerging as a model of digital governance and AI integration. Initially launched in 2020 to manage COVID-19 restrictions, Tawakkalna has evolved into a comprehensive digital hub, offering seamless access to more than 600 government services.
Available in seven languages and accessible in 77 countries, the app has become an essential tool for Saudi citizens, residents, and visitors. Tawakkalna consolidates critical services into a single, user-friendly interface, ranging from managing personal data, medical records, and professional documents to accessing religious, educational, and legal services.
Users can request an ambulance, register for organ donation, access weather forecasts, or find volunteering opportunities—all at the touch of a button. Muhammad Khurram Khan, a professor of cybersecurity at King Saud University, emphasized that “Saudi Arabia has placed AI at the core of its economic diversification strategy, aiming to become a global leader in AI, with the technology driving smart cities, digital governance, and advanced industries.”
The Saudi Data and Artificial Intelligence Authority (SDAIA), which oversees Tawakkalna, has continuously updated the platform to improve efficiency and user experience. In October 2023, the introduction of Tawakkalna 2.0 marked a major leap forward, featuring an enhanced homepage for quick access to key services, a real-time update system, and more direct interaction between government and private sector partners with users.
“Tawakkalna is not just a success story for a government app, but a prime example of how AI can foster innovation in the public sector, transforming digital governance and improving the quality of life for residents and visitors in Saudi Arabia,” Khan said. As AI continues to advance, Tawakkalna sets a benchmark for other countries, showcasing Saudi Arabia’s growing role as a global AI leader.
Saudi Arabia’s Vision 2030 initiative places digital transformation at the heart of its national development, with the government actively integrating AI to improve efficiency, transparency, and accessibility across various sectors. Tawakkalna reflects this vision by enabling users to complete administrative tasks in seconds—tasks that would otherwise require long in-person visits to government offices.
The app has expanded to offer services such as Najiz, a Ministry of Justice classification service, as well as access to university portals, training institutions, and business support. Tawakkalna’s integration of legal and business services further supports the Kingdom’s goal of creating a thriving digital economy.
The app’s success is evident, having earned the top spot in the Kingdom’s Digital Experience Maturity Index for 2024 and the UN Public Service Award in 2022 for its innovative response to the COVID-19 pandemic. Tawakkalna’s journey from a pandemic management tool to a comprehensive super app illustrates Saudi Arabia’s commitment to leveraging AI for public service excellence, simplifying daily life, and improving efficiency and inclusivity.
Looking ahead, SDAIA continues to explore new ways to enhance Tawakkalna, focusing on AI-driven personalization, predictive analytics, and blockchain technology for improved security in government transactions. With 97 percent of Saudi government services now digitized, and the Kingdom ranking fourth globally on the UN’s E-Government Development Index for 2024, the message is clear: digital transformation is no longer a distant vision but a reality shaping daily life.
Through AI-powered initiatives like Tawakkalna, Saudi Arabia is setting a global example of how governments can embrace technology to create smarter, more efficient societies.
